Scope of Work - 24/7 On-site KIOSK Support (Blended L1/L2):Objective:Provide uninterrupted 24/7 in office operational and technical support for all deployed KIOSKs to ensure system availability meets or exceeds the committed 99% SLA.The blended engineer team will handle first-line (L1) and second line (L2) responsibilities, including monitoring, troubleshooting, preventive maintenance, and coordination with backend/product support teams for resolution of escalated incidents.Roles & Responsibilities:A. Operational & Frontline Duties (L1 Functions):Incident Monitoring & Response:- Continuous monitoring of kiosk hardware, software, and peripherals.- Respond to alerts, alarms, or user complaints.- Perform first-level diagnosis and initiate recovery (reboot, reseat peripherals, check cables).Operational Checks:- Execute start-of-shift / end-of-shift health checks (application status, connectivity, device readiness).- Validate functional readiness via test applications per SOP.Preventive Maintenance:- Daily/weekly cleaning of PP Scanner, FP Scanner, camera lens, touch screen.- Maintain PM checklists and logs.- Verify firmware/software versions upon request.Peripheral Management:- Inspect and reseat devices such as FP scanners, biometric readers, card dispensers, printers, etc.Incident Logging:- Record all incidents in the customer ticketing system with timestamps, error codes,



and actions taken.- Escalate unresolved cases to backend / L3 support.- Customer Interface - Liaise with airport / operations staff during incidents.- Provide status updates during fault handling.B. Technical & Diagnostic Duties (L2 Functions):Technical Diagnostics:- Deep dive troubleshooting of application, OS, or middleware issues.- Review service logs and perform controlled restarts.Software & Patch Deployment:- Support OS updates, application patches, and configuration changes (per approved CAB).- Coordinate with L3/product teams for version upgrades.Database & Service Validation:- Validate local database sync, background services, and connectivity to backend servers.Network & Connectivity:- Perform ping/traceroute checks.- Escalate WAN/LAN issues outside kiosk scope to respective infra/network teams.Incident RCA & Reporting:- Conduct preliminary RCA for recurring faults.- Propose corrective and preventive measures.Monitoring Tools:- Review and report on any available local logs or dashboards; generate daily health summaries.Configuration Management:- Maintain configuration files and parameters under change control.- Manage credentials or service configurations as authorized.Support Coordination:- Interface with remote L3 / OEM for escalations.- Participate in remote troubleshooting and validation tests. (ref:hirist.tech)

📌 Technical Support Developer (REMOTE) (Delhi)
🏢 RENOVISION AUTOMATION SERVICES PVT.LTD
📍 Delhi